Returns & Refund Policy – Estrella Haus

Last updated: Oct 27, 2025

Please read our Returns & Refund Policy carefully before using Our Service

📌 Quick Summary (Key Things to Know)

✅ No Cancellations – Once placed, orders cannot be canceled (all items ship internationally from South Korea).
✅ 14-Day Return Window – Returns accepted within 14 days of delivery. Items must be unused, unopened, and in original packaging.
✅ Hygiene Rule – Opened or used beauty products cannot be returned.
✅ Report Issues Quickly – Damaged, incorrect, or missing items must be reported within 24 hours of delivery with photos (product, box, and shipping label).
✅ Return Shipping – Customers cover return costs unless the item is verified as damaged or incorrect. Shipping fees are non-refundable.
✅ Refunds – Processed to your original payment method once your return is received and approved.
✅ Customs & Duties – Customers are responsible for import taxes and customs duties.
✅ Special Cases – Packages refused, undeliverable due to wrong address, or missing after carrier-confirmed delivery are not refundable.

We want you to be fully satisfied with your purchase. Please review the following guidelines for cancellations, returns, refunds, and reporting issues.

Order Cancellation

Because all orders ship internationally from South Korea, cancellations cannot be processed once an order is placed.
Please review your selections carefully before finalizing checkout.

Return Eligibility

You may request a return within 14 calendar days of receiving your order, subject to the following conditions:

Standard Return Conditions

Goods must be returned unused, unopened, and undamaged.
Products must remain in their original, factory-sealed packaging.
Return requests must be authorized before sending items back (see process below).
Proof of purchase (order number or receipt) may be required.

Exceptions & Restrictions

The following are not eligible for return/refund:

Opened, used, or tampered skincare and beauty products (for hygiene and safety).
Personalized or custom-made items.
Perishable or expired items.
Products unsealed after delivery.
Items inseparably mixed with other products after delivery.
Products causing allergic reactions or skin sensitivity (customers are responsible for reviewing ingredients before purchase).
Sale items or gift cards.
Products received in updated packaging/formulation (“renewed versions”).
Products shipped without individual boxes (as occasionally provided by Korean brands).
Items that are partially different from listing (but not defective or unusable).

We reserve the right to decline returns that do not meet these requirements.

Reporting Issues (Damaged, Incorrect, or Missing Items)

You must inspect your order immediately upon delivery.

Timeframe: All claims must be submitted within 24 hours of delivery. Claims after this window may not be eligible.
Proof Required: Please provide clear photos of:
- The product(s) in question.
- The shipping box (full view) with the waybill visible.
- The waybill itself.
- Internal packaging materials.
Do not discard the box, waybill, or packaging until your claim is resolved.

Damaged Items

Report with photos as described above. Cosmetic damage to external packaging alone does not qualify if the product itself is unaffected.

Incorrect Items

Report with photos showing the received product, its label/name, and the packing slip/order number.

Missing Packages

If the carrier confirms delivery (including contactless delivery) but you did not receive the package, refunds are only possible according to the carrier’s compensation policy.

📩 Email all claims to info@estrella.haus.

Return Process

Contact us for return authorization and instructions.
Do not send items without authorization — they may not be accepted.
Once authorized, items must be shipped back within 7 calendar days.
Customers are responsible for ensuring the package is securely packed and trackable.

Return Shipping & Costs

Customers are responsible for all return shipping costs.
Returns are subject to two-way shipping fees (outbound + return), and any additional warehousing, customs duties, or carrier charges.
Shipping fees are non-refundable.
If a return is due to a verified damaged or incorrect item, we will cover the return shipping.

Refunds

Refunds are issued only after the returned goods are received and inspected, or after verification of a valid damage/incorrect item claim.
If approved, refunds are credited to your original payment method. Processing times may vary depending on your payment provider.
Refunds will not be issued if the product does not reach us within the required timeframe or if its value has been diminished (short shelf life, opened items, etc.).

Shipping Issues Caused by Recipient

We are not responsible for shipping failures caused by recipient error, including but not limited to:

Refused delivery
Incorrect or incomplete address
Absent recipient
Customs or import issues at the destination country
Regional delivery restrictions

Returns and refunds for these cases will be treated as standard remorse returns, with all costs borne by the customer.

Customs & Duties

All customs duties, import taxes, and clearance fees are the responsibility of the customer. Please check your country’s customs regulations before placing your order.

Gifts

If marked as a gift at purchase and shipped directly to you, approved returns will be refunded as a gift credit.
If the order was not marked as a gift, refunds will be issued to the original purchaser.

Contact Us

For any return, refund, or shipping-related questions, please contact us:
📩 info@estrella.haus